Workforce Planner

Workforce Planner (Phoenix, AZ)  At Edelman Financial Engines (EFE), we believe everyone deserves to move their financial life forward!We know that assets have the power to fund goals. Those numbers represent individual lifetimes filled with hard work and dreams for our clients and generations to follow. Our clients trust us to guide them forward with compassion, integrity, and invention. We uphold that same standard of respect and dedication for clients and colleagues alike. Founded on the idea that financial education is a fundamental right for everyone, Edelman Financial Engines continues to grow and challenge the status quo. We’re moving forward, together. If our passionate dedication inspires you, we invite you to consider joining our team. Responsibilities:

• • Perform assigned forecasting, scheduling, real-time management, and analysis duties with precision.
  • Complete agent scheduling functions.
  • Maintain accurate and current records of site phone staff, including entering required staffing resource schedules/exceptions, new hires, and attrition.
  • Monitor resources, call queues, and skilling management.
  • Provide formal and informal SVL performance updates.
  • Partner with operations to preschedule mentoring, training, and meetings.
  • Schedule phone activities in collaboration with team leaders.
  • Identify and report staffing concerns that negatively impact service level performance.
  • Provide performance metric updates for workforce-related key performance indicators, ensuring reports are complete, accurate, and issued on an established cadence.
  • Partner with all contact center functions to successfully implement workforce changes, such as shift bids, time-off requests, forecasts, and adherence management. 

Requirements:

• 2 to 5 years of contact center customer service experience.
• 1+ year(s) experience in a Resource Management/Workforce Contact Center position is strongly preferred.
• Knowledge of Five9 preferred
• Demonstrated Analytical Skills with ability to reason for problem solving; ability to analyze data and report on center performance
• Present information clearly via in-person, email, phone, and video to both, internal and external audiences.
• Demonstrate consistency in meeting deadlines.

Edelman Financial Engines takes a market-based approach to pay. The expected base salary range for this role nationally is $62,300 - $83,100. However, final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. Additionally, this role may be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions. Your recruiter can share more about the specific benefits eligible for this role during the hiring process. About Edelman Financial Engines  Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. Today, we are America’s top independent financial planning and investment advisory firm, recognized by Barron's 1 with 143+ offices across the country and entrusted by 1.3 million clients to manage more than $300 billion in assets 2 Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client’s situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves.   For more information, please visit EdelmanFinancialEngines.com. © 2024 Edelman Financial Engines, LLC. Edelman Financial Engines® is a registered trademark of Edelman Financial Engines, LLC. All advisory services provided by Financial Engines Advisors L.L.C., a federally registered investment advisor. Results are not guaranteed. See EdelmanFinancialEngines.com/patent-information for patent information. AM2789819 For California residents, please see the link for the Privacy Notice for Candidates. California law requires that we provide you this notice about the collection and use of your personal information. Please read it carefully. Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status. Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or HRQ@EdelmanFinancialEngines.com. 1 The Barron’s 2024 Top 100 RIA Firms list, a nine-year annual ranking of independent advisory firms, is based on qualitative and quantitative factors. Firms elect to participate but do not pay to be included in the ranking. The 2024 ranking refers to Edelman Financial Engines as the top mega RIA.2 Edelman Financial Engines data, as of September 30, 2024. Apply